IT Operations & Support Analyst II - ITS

Posting Begin Date: 2024/05/02

Posting End Date: 2024/05/19

Category: IT And Computers

Work Type: Full Time

Location: Idaho Falls, ID, United States

Minimum Salary: 28.56

Maximum Salary: 31.37

Pay Rate Type: Hourly

Description

Information Technology Services - ITSState of Idaho Opportunity

IDAHO FALLS / POCATELLO

Summary:

Information Technology Services is a team of dedicated professionals providing core technology and cybersecurity services to agencies statewide, enabling state employees to serve Idaho's citizens. We sincerely hope you will consider being part of our success!

Information Technology Services (ITS), currently has an opening for an IT Operations and Support Analyst II position in Idaho Falls / Pocatello.This position will provide end-user and system remote support service as part of the ITS Primary Support team. This position will support the operations of a wide range of applications, systems, and end-user devices. This position will assist all supported state agencies. It’s not eligible to be a work from home position. The selected individual will be based out of the Idaho Falls or Pocatello location.

This position will provide end-user and system remote support service as part of the ITS Primary Support team. This position will support the operations of a wide range of applications, systems, and end-user devices. This position will assist all supported state agencies. It’s not eligible to be a work from home position. The selected individual will be based out of the Idaho Falls location.

The selected individual must possess an in-depth knowledge of troubleshooting and analysis tools, Microsoft workstation and desktop applications, Microsoft Active Directory, and backup and recovery operations. The selected individual will also have strong customer service skills and be able to work with and communicate with non-technical staff as needed. Some supervisory and/or team lead responsibilities will also be required of this role, as defined by management.

Please note: The successful candidate will be required to pass multiple, comprehensive fingerprint-based background checks specific to the agencies ITS supports.

Example of duties:

• Provide direct end-user support for a wide range of technologies, user devices, telephone and conferencing devices and equipment, software applications and supporting systems;

• Configures, troubleshoots, builds, designs, and deploys end-user software applications and device hardware;

• Manages, updates, and creates service and support documentation within the designated service management system and other documentation sources; Follows up with customers on issue resolution; provides daily interaction, both in person, via the phone or via electronic messaging with customers in the management of user reported issues;

• Conducts end-user training.

• Oversee and perform system administration and technical support for user devices, servers, hardware and software, and networks.

• Incumbents serve as IT consultants and advisers to department staff and management on system needs, operation and telecommunications problems, and requests for services.

• Individually, or when leading technical teams, installs and maintains hardware and software products and configures computers and network equipment according to standards;

• Defines system standards and procedures; designs and implements backup and recovery procedures;

• Installs network infrastructure equipment;

• Travels to multiple locations in a designated region to provide direct onsite technical support to end-users;

• Participates in a 24/7/365 on call rotation providing afterhours technical support;

• Identifies, evaluates, and corrects hardware, software, and operations problems;

• Monitors and troubleshoots network system performance;

• Resolves communications and networking problems;

• Performs server and network administration functions;

• Provides technical support and training to users and technical staff;

• Provides problem escalation with vendors.

  Minimum Qualifications:

• Considerable knowledge of computer trends, software, capabilities, and terminology.

Typically met by an applicable four-year degree or advanced IT certifications OR at least three years of work experience in a lead role where supporting computer systems, software and IT services was a predominant duty of the job.

• Computer hardware and software installation and troubleshooting.

Typically met by an applicable four-year degree or advanced IT certifications OR at least three years of work experience in a lead role where installing and troubleshooting computer hardware and software was a predominant duty of the job.

• Experience independently installing, upgrading, and maintaining one or more computer networks including computers, server hardware and software.

Typically met by at least two years of work experience independently installing, upgrading, and maintaining one or more computer networks including computers, server hardware and software.

• Working with network protocols such as IP address schemas, DNS, DHCP, and directory services.

Typically met by at least two years of work experience with network protocols such as IP address schemas, DNS, DHCP, and directory services.

• Independently evaluating and resolving computer, system, and user problems including application operations, hardware malfunctions, and telecommunications problems.

Typically met by at least two years of work experience independently evaluating and resolving computer, system, and user problems including application operations, hardware malfunctions, and telecommunications problems.

• Independently evaluating and defining customer/system needs and recommending and implementing new IT solutions; recommending the installation and use of applications and system software.

Typically met by at least two years of work experience independently evaluating and defining customer/system needs and recommending and implementing new IT solutions; recommending the installation and use of applications and system software.

• Leading technical teams or projects.

Typically met by at least one year of work experience leading technical teams or projects.

Applications will be accepted through 4:59 PM MST on the posting end date.

Benefits:

The State of Idaho offers a robust total compensation package, including medical, vision, and dental insurance; PERSI retirement benefits; paid sick, vacation, and parental leave; and 11 paid holidays per year. For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.

EEO/ADA/Veteran:

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email[email protected].

Preference may be given to veterans who qualify under state and federal laws and regulations.

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